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12 Dec

DTA Coaching Community – Interview with Rosalie Smith

  • Posted by Janiece Gray
  • 1 Comments
  • Coaching, Patient Experience
On the first Monday of every month, DTA convenes a community of Care Team Coaches from across the country. The purpose of these calls is for coaches who all use DTA’s Coaching Reporting Tool to share notes and learn from one another on their coaching journeys. On our most recent call, we were able to feature an interview with Rosalie Smith. Rosalie is a Patient Experience Representative at El Camino Hospital in Mountain View, California.Here’s a look at what Rosalie had to share with the group. Read more…
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31 Oct

Provider and Patient Email Communication

  • Posted by Pamela Hessler
  • 0 Comments
  • Communication, Email, Patient Experience
“You should come in for an exam. TN”If this communication doesn’t make sense to you, don’t worry, you aren’t alone. This is a real and “complete” email that my husband received from his primary care physician earlier this year (just a note, her initials are TN and that is how she signed the email). We were both left scratching our heads trying to decipher the meat and potatoes of the note— “Does this mean my concern is a bigger deal than we realized? Is this a standard reply? What about all of the questions that I asked in my original email?”It really struck a chord with me about electronic communication between patients and providers. Read on…
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17 Sep

When Things Don’t Go Right

  • Posted by Janiece Gray
  • 0 Comments
  • Patient Experience, Service Recovery
Writing all of these blogs on Service Recovery and what happens when things don’t go right made me reflect on a missed opportunity I experienced recently. I had a special person in my life who needed to have surgery. Read more...
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24 Jul

More Stories from the Road – By Janiece Gray (with help from Jim Mock)

  • Posted by Janiece Gray
  • 0 Comments
  • Healthcare Experience, Patient Experience
My last blog compared several travel experiences to healthcare experiences, and it generated so many emails and comments from those of you who read it, I thought I’d reach out to the person I know who travels the most, my Dad, for a few more examples of customer service stories that stuck out to him from all of his adventures. Read more...
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30 Aug

From the Frontline – An IT Person in Patient Experience-Land

  • Posted by Kevin Campbell
  • 0 Comments
  • Communication Coaching, Emergency Department, Patient Experience
This week DTA co-founder Kevin Campbell documents his recent trip the the NRC Health Symposium to see if DTA client Regions Hospital (St. Paul, MN) would win the 2017 Improvement Best Practice Award for their exceptional work in the Emergency Department. Kevin tells about his...well...let's just say Kevin documents his experience in a way only he could...or would. Read more...
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21 Mar

Fresh from the Front…

  • Posted by Janiece Gray
  • 0 Comments
  • Emergency Department, Patient Experience, Service Culture Training
The results of this frontline team’s work, and moreover their sustainment of those results in the department long after our DTA team had left, are truly something to be proud of. You can download the full case study about the Regions ED and learn about their tremendous success there. Read more...
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16 Feb

From the Frontline

  • Posted by Janiece Gray
  • 1 Comments
  • Care Team Communication, Patient Experience
In this new series, we want to look at some of the key practices that are applicable to most roles but are particularly powerful for frontline staff to incorporate to provide the best experience possible for their hurting and sick patients. Read more...
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